Element element element element element what should be investigated?

THOUGHT PROVOKER
Why do you think closed questions should not be used during the initial information gathering part of the 
interview?
Active listening
Active listening can be one of the most important tools that an incident 
investigator/interviewer can have. Active listening will enable you to 
successfully gather information. Incident investigators should be able to 
absorb and understand the information given by an interviewee without 
interruption. 
Good incident investigators need to learn to listen first and speak second 
so that meaningful balanced communication always takes place. People 
have two ears but one mouth… what does this tell you? 
Active listening is not the same as hearing. Hearing is about being aware 
of sounds. Listening requires action; you need to concentrate so that you 
process and understand the meaning of the message and can respond accordingly.
This is often represented using four stages: hearing, attending, understanding and remembering.
Hearing is simply being aware of a sound.
Attending is the act of filtering and screening, so you actually pay attention to the message. This is particularly important (and 
difficult) if you have issues with the person delivering the message. We need to listen through our prejudices and focus on the 
message not the messenger. 
Understanding means we comprehend what is being said and decode the information we are being given. You should not 
just switch off until it is time for you to speak again. Listening properly is the only way we can really understand what people 
need, or what they think about a particular issue or idea. 
Remembering means committing information to memory, an essential requirement for active listening. It is also the only way 
to ensure continuity and the important act of building rapport. It is not always easy to do, so make notes if needed. There is 
little point in a conversation, the sending and receiving of information through a communication channel, if the content of this 
exchange is instantly lost.

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NEBOSH HSE Introduction to Incident Investigation